Call Recycling Outcomes
Fig. 1 - Call Recycling Outcomes
This section shows the call outcomes that follow from the call recycling assumptions made.
It starts at the right of the heading caption line with
- Recycle Multiple
The average number of times each number in the calling list is called - List Penetration
The percentage of the calling list, across all cycles, where an agent has spoken to a called party and there has been a result or not, as the case may be. It is assumed, in all cases, that no further calls will be made to these numbers during the campaign.This measurement does not include reschedules.
The Outcomes are expressed as both
- numbers of calls
- percentages of total calls in each cycle
with weighted averages being shown in the total line at the bottom. The total percentages will replace the figures you entered on the Call Outcome Properties page, when you run the campaign.
If your objective is to work out the size of your calling list, then Oceanic® will have recorded 1000 calls in Cycle 1, as a working base. So, for example, if you recycle each number three times, the total number of call outcomes at the bottom of the call recycling page will be 3000. The ratio between these two figures is used to calculate the size of the calling list in the Campaign Summary, once a campaign has finished running.
The first three columns in the section (Results, No Results and Reschedules) are about customer contact and combine the information you provided in the talk bands with that in the first section of this page. One point to note is that the ratio between the Results talk band and the No Results talk bands (bands 3 - 5), is assumed to prevail across all cycles, and the split of figures in the first two columns in call outcomes will reflect this.
Definitions for the call outcomes are as follows:
Results
This class of live call indicates that contact has been made with a called party and that a commitment has been achieved. Such a commitment might be to buy something, give a donation to charity, agree to an appointment, or perhaps to accepting delivery of goods at a certain time.
No Results
The right party or an acceptable party, for the purposes of the call has been reached, but no commitment was achieved. No further calls will be made on this campaign.
Reschedules
This class includes appointments to call back later in the hope or expectation of finding a particular party at home. It can also be used to recall the same party, when a change of circumstances may lead them to making a commitment.
No answers
There is no response to the ringing tone made on a number that has been called. Sometimes called Ring No Answer (RNA).
Busies
Busies are one of a number of telco messages, in this case indicating that activity is taking place on the number dialed, and the call cannot be connected. Oceanic® isolates busies from telco messages, and treats them as a separate class of call outcomes (the balance being identified as other telco).
For the following outcomes:
- Answering machines
- Other telco
- Faxes and modems
- Abandoned calls
see Call Recycling Assumptions - Extended.
You may notice that some of the call outcome percentages in Cycle 1, especially for live calls, are slightly different from those you recorded on the Call Outcome Properties page. This is because of the adjustment for abandoned calls. See Call Recycling Assumptions - Extended.